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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Pre-7: Foundations in Service and Support Metrics

Jeff Jensen  (Founder and Principal, I Train IT Leaders LLC)

Location: Room 108

Date: Monday, April 29

Time: 8:30 am - 3:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only - Get your pass now!

Session Type: Training

Vault Recording: TBD

Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.

This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.

What You’ll Learn
  • Understand how metrics can help you measure and achieve success
  • The primary categories of contact center metrics
  • Methods for driving buy-in and adoption of key performance indicators
  • How to keep metrics evolving into your contact center’s future

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.